How to Collect Ticket Input from Agents Across Different Groups
If agents from different groups need to provide input on a ticket without using the Share Ticket feature, create a separate group containing the required agents. You can temporarily assign the ticket to this group while collecting their input.
This article explains how to use a separate group to collect input from agents who belong to different groups.
Create a Group for Cross-Team Collaboration
Create a group containing the agents who need to review the ticket and provide input.
For example, create Group 3 and add:
- Person A from Group 1
- Person B from Group 2
For instructions on creating groups and adding agents, learn more on Managing Agents in Groups or Teams.
Reassign the Ticket to the Collaboration Group
When input is required from the selected agents, manually reassign the ticket to Group 3.
The agents included in Group 3 can then review the ticket and provide the required input.
Return the Ticket to the Required Group
After the agents provide the required input, reassign the ticket to the original group or the group responsible for the next action.
This approach requires you to reassign the ticket manually whenever input is required from the collaboration group.
Frequently Asked Questions
-
Can agents from different groups provide input without using Share Ticket?
Yes. Create a separate group containing the required agents, and then temporarily assign the ticket to that group. -
Which agents should be added to the collaboration group?
Add the agents from the different groups who need to review the ticket and provide input. -
Do I need to reassign the ticket manually?
Yes. Reassign the ticket to the collaboration group when input is required. After receiving the input, reassign the ticket to the original group or the group responsible for the next action. -
What should I do after the required agents provide their input?
Reassign the ticket to its original group or the group responsible for continuing the ticket-handling process. -
Where can I learn how to create a group and add agents?
Explore more on Managing Agents in Groups or Teams.
